Senior Team Leader
ClearSource
Full-time
On-site
Noida Sector 16
Why ClearSource?
ClearSource is passionate about our Core Values!
What you will do as a Senior Team Leader
ClearSource is passionate about our Core Values!
- Customer First – We share an intense passion for creating an exceptional customer experience.
- Personal Accountability – Commit to do the right thing and do it.
- Humble Courage – Be brave enough to seek, deliver, and accept feedback.
- Hungry – Do your best every day to make great things happen.
- Happy & Healthy – Choose well, live well.
- A competitive salary with performance-based incentives.
- A Monday to Friday schedule that respects your personal time and work-life balance.
- Opportunities to grow as a brand ambassador for our client's Global esteemed brand.
- Access to a team of global learners and leaders dedicated to your success.
- A commitment to your career development and professional advancement.
- A culture of inclusivity and community engagement, with a focus on giving back.
- A robust health benefits package designed to support your well-being.
We are seeking an experienced BPO Senior Team Leader to join our dynamic operations team. The ideal candidate will have a proven track record in leading teams within the BPO industry, specifically in sales and customer service processes. As a Senior Team Leader, you will be responsible for motivating and managing a team of customer service and sales professionals to achieve performance targets and deliver outstanding service to our clients.
What you will do as a Senior Team Leader
- Conduct weekly one-on-one meetings with each team member.
- Follow the daily check-in accountability process, via call or teams chat, to maintain consistent focus on agreed action items.
- Perform remote or recorded call audit, as needed, to identify the trending behaviors affecting the agents or their performance.
- Coach agents, as needed, on improvement opportunities presented or raised by the clients.
- Check the progress and accuracy of team’s performance daily.
- Supervise the delegation of non-core responsibilities to team members who are demonstrating proficiency with their core responsibilities.
- Complete all compliance trainings on time.
- Collaborate with other departments and clients to ensure that all information in the internal documents is updated.
- Follow set processes, protocols, company rules, and team house rules including but not limited to established and implied procedures and instructions given by superiors or clients.
- Live and teach the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy, and Healthy).
- Perform other duties responsibilities that may be assigned from time to time.
- Bachelor's degree in Business Administration or a related field.
- Proven experience (3+ years) in BPO operations, with a focus on sales and customer service.
- Previous experience in a leadership or supervisory role within a BPO environment.
- Strong understanding of BPO processes, performance metrics, and industry best practices.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to identify and solve problems.